Accountabilities:
Provide advanced technical support via phone, email, and workflow management tools for installation, maintenance, and service requests involving security, access control, fire, video surveillance, and intrusion systems.
Troubleshoot hardware, software, networking, and system configuration issues while identifying effective solutions and ensuring timely issue resolution.
Configure customer systems, validate installations through vendor applications, and support programming and repair of PC-based security platforms.
Escalate complex technical issues when necessary, coordinate next steps with internal teams, and gather required information for equipment repairs, product returns, and customer approvals.
Maintain accurate technical documentation, system records, customer databases, equipment profiles, knowledge articles, and department resources to support ongoing operations.
Guide and educate end users on system functionality and best practices while delivering professional customer service and clear technical communication.
Requirements
Associate's degree or equivalent professional experience.
Previous experience in technical help desk or technical support roles, preferably with at least 3 years of experience.
Experience working with physical security, low-voltage, surveillance, access control, fire, or related technologies is preferred.
Intermediate knowledge of computer hardware, networking concepts, and troubleshooting methodologies.
Familiarity with Microsoft Dynamics or similar service management platforms is considered an advantage.
Strong proficiency with Microsoft applications as well as Microsoft Windows and Unix/Linux operating systems.
Industry certifications such as NICET Level I, CompTIA A+, or Network+ are preferred.
Excellent analytical, organizational, documentation, communication, and customer service skills, with the ability to resolve technical issues through logical problem-solving.
Benefits
Competitive salary with incentive eligibility.
Comprehensive medical, dental, and vision insurance.
Company-paid life insurance and AD&D coverage.
Company-paid short-term and long-term disability insurance.
Voluntary supplemental benefit options.
401(k) retirement savings plan.
Flexible Spending Account (FSA).
Paid time off.
Tuition reimbursement program.
Employee Assistance Program (EAP).
Fully remote position within the United States.
Career development and growth opportunities.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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